Technical support
Our proactive Support team is composed of technical experts and solutions architects, who are ready to assist you with any technical issues you may have and to ensure that your infrastructure is always up and running.
Scaleway Support plans
Choose the support level that best suits your business needs.
Short response time
For your mission-critical, time-sensitive problems, nothing beats our 24/7 Live Chat support with an average response time of under 20 minutes. Starting from the Bronze plan, your requests benefit from priority handling.
Our four support levels
Basic
Included
- Recommended for early testing and development
- General guidance
Bronze
- Recommended for non-critical infrastructure
- Guaranteed response time to requests
- Access to our hotline
- General guidance
Silver
- Recommended for production infrastructures
- Priority management of requests
- 24/7 access to our hotline
- Dedicated assistance
Gold
- Recommended for critical production infrastructures
- Priority management of requests
- 24/7 access to our hotline
- Technical and support follow-up commitments
- Dedicated and tailored assistance
Guarantees and prices
| Service | Basic | Bronze | Silver | Gold |
| Live Chat | 24/7 | 24/7 | 24/7 | 24/7 |
| Tickets | 24/7 | 24/7 | 24/7 | 24/7 |
| Hotline | - | From 9am to 6pm | 24/7 | 24/7 |
| Dedicated assistance | - | - | Technical Account Manager | Technical Account Manager + Exclusive 2 hour monthly session with a cloud solution architect |
| Guaranteed response time | - | ≤ 12 hours | ≤ 20 min | Tailor-made, contact us |
| Monthly price | Included | €9.99 excl. tax | €59 excl. tax | From €499 excl. tax |
Frequently asked questions
You can check your support level on the account management page within the Scaleway console. The Basic support plan is included for all Scaleway Elements customers automatically.
You can change your support level on your account management page via the Scaleway console.
Our assistance team can assist you in English and French.
You can create and track your support tickets from the Scaleway console.
To report abuse or suspicion of abuse from our network, please open a new abuse report via abuse.scaleway.com. If possible, feel free to include your logs.